Retention Specialist

• Own cancellation conversations end-to-end across phone, chat, and email
• Understand customers’ underlying reasons for leaving and work toward appropriate retention outcomes
• Proactively contact customers at risk of churn using behavior, account signals, previous interactions, and internal risk indicators
• Select and deliver appropriate retention offers based on each customer’s situation
• Conduct persuasive retention conversations across phone, chat, and email
• Understand the product well enough to challenge cancellation reasons and solve issues on the spot when needed
• Retain customer relationships and recurring revenue

• Previous experience in retention, cancellations, collections, renewals, win-back, or another role directly responsible for preventing customer churn
• Experience in Customer Success within a SaaS technology company
• Comfort working with subscription products, recurring revenue, customer usage, and renewal or cancellation cycles
• Evidence of personally handling difficult customer conversations and accountability for outcomes
• Strong spoken and written English, ideally B2/C1 level or above
• Confidence with outbound calls and proactive customer outreach
• Good commercial judgment when balancing retention, offers, alternative solutions, and non-retainable customers
• Ability to stay calm, clear, and persuasive with frustrated or unhappy customers
• Reliable remote working setup suitable for regular customer calls
• Based in Latin America
• Professional references from previous retention or Customer Success roles; references will be verified

• Remote working arrangement
• Retention options and clear guidelines